Delivering For Scilly | Issue 1 | Summer 2019

Magazine of the Isles of Scilly Steamship Group

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We prioritise the wellbeing and safety of our customers and staff.

Collaboration We engage with internal and external parties and embrace constructive challenge.

Vision

Excellence

Delivering for Scilly

We aspire for the highest standards at all times.

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Introducing Our Mission, Vision and Values Steamship I S L E S O F S C I L LY

GROUP

Issue 1 | Summer 2019

Welcome to ‘Delivering for Scilly’ Magazine There is a huge amount going on at the moment and having been asked for better communication from across the company and for you, our island based community, we hope this quarterly magazine will help you to find out more about our employees, our plans, activities, customer feedback and our mission,vision and values.

If you don’t already know, we recently undertook the company’s first employee engagement survey and the results are in. In the coming pages you can find out what we know so far and how we are going to use our employees feedback to shape and really understand what the Isles of Scilly Steamship Group stands for.

Over the last 12-18 months there have been a few changes to the board, and we thought it was time to introduce you to each member. Turn over to page 12 to find out about their experience.

Also, in this issue we received a heartening email about Matt Honeychurch from St. Mary’s Harbour Master turn to page 7 to read it and we find out about Sharon Sandercock, our Marketing and Communications Manager, and her recent appointment to the Island Partnership Board of Directors.

Read about the latest local projects we’re supporting from round 7 of the Community Fund on page 16 and discover the total amount we’ve donated for the last financial year.

As always, we thank everyone who has worked with us this quarter, for your custom and continued support.

Happy Reading Stuart Reid

Deliverying for Scilly is produced by Isles of Scilly Steamship Group in-house communications team.

T +44 (0) 1736 334240 E marketing@issg.co.uk

Isles of Scilly Steamship Company Ltd, Steamship House, Quay Street, Penzance, Cornwall TR18 4BZ

Editor Sharon Sandercock ssandercock@issg.co.uk

2 DELIVERING FOR SCILLY - ISSUE 1 SUMMER 2019

With grateful thanks to all team members who’ve helped contribute articles and photos. Opinions expressed are the authors and not necessarily those of the company. Whilst every effort is made to ensure total accuracy Isles of Scilly Steamship Group cannot be held responsible for any errors or omissions within this magazine.

Introducing our Mission, Vision and Values When we released an engagement survey to all of our employees our message was clear, the results would not only be used to improve each department but also used to help the future growth and direction of the Company.

Following the results and feedback from our employees, we have been able to use this information to formalise our Mission, Vision and core Values for the Isles of Scilly Steamship Group.

Together the mission, vision and values provide a clear direction for the Isles of Scilly Steamship Company. They are there as a reminder to keep everyone focused on what the Company is trying to achieve and its goal.

A business plan is being developed, which will link to the mission and vision statements and will be circulated to all of our employees with strategic objectives, action points and targets. By sharing this throughout the Company we will be working together to achieve something which they have all had the opportunity to participate in.

As the Company starts its new journey these statements and values will evolve and our employees will continuously be able to provide input into the future direction of the Company. This is an important milestone in the Company’s history and we will encourage our employees to embrace this change and actively participate in its future direction.

VISIT ISLESOFSCILLY-TRAVEL.CO.UK 3

Our Mission, Vision and Values

Vision Delivering for Scilly Mission To be recognised for providing excellent transport services for Scilly

w

vi en

With the company approaching its 100 years milestone, we’re using this opportunity to take a step back, look at our achievements and reassess our core purpose. In simple terms, what we do, who we are and what we want to do in the future.

The feedback from the staff survey has helped us to shape and really understand what the Isles of Scilly Steamship Group stands for and together we have now managed to shape our Vision, Mission and Values for the Group.

Whether you are a team member, stakeholder or a supplier it’s important we all understand the structure of our diverse Company and how our services slot into the wider group.

A lot of things we do well already and others we know we can do better in future. Formalising them by writing them down provides us with a definitive list, so moving forward we can benchmark our actions to ensure each decision and our behaviours stays true to the vision of the company.

Please join us on the journey.

4 DELIVERING FOR SCILLY - ISSUE 1 SUMMER 2019

Collabora

We engage with i external parties a constructive chall

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We prioritise the wellbeing and safety of our customers and staff.

Vision

Excellence

Delivering for Scilly

We aspire for the highest standards at all times.

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t ea giv rn en ed .

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an

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We treat each other with respect and dignity.

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Respect

VISIT ISLESOFSCILLY-TRAVEL.CO.UK 5

Our Mission, Vision and Values

Staff Survey: Initial results We’ve had an excellent response to our staff survey with 183 (77%) people getting back to us, whilst we’re working our way through the feedback here is an overview of the results with a brief description of each category.

Attention Required

Company Strengths

Culture & Values

Employee Engagement

Our employees felt that the Group needs to identify it’s culture and values and purpose and that these are the foundations and principles that will shape the company’s core identity.

We were told that our employees feel engaged and connected to the job roles that they perform. That they are willing to go the ‘extra mile’ and are likely to stay with the company.

Communication

Your Job

We need to communicate better with our employees to improve organisational commitment.

Our employees told us that they enjoy working for the company and find their roles varied and rewarding.

Leadership & Management

Teamwork

Our employees told us that we need to improve upon our leadership and management so that they feel valued and engaged.

We were told that they felt teamwork is a strength at the Steamship Group and that this is linked to high levels of job satisfaction

Training & Performance The strongest feedback from the survey was that our employees would like to see performance management programs implemented across the Group with regular reviews and performance appraisals which are linked to targets and rewards.

NEXT STEPS...  Departmental results are being discussed    with managers.  Managers are developing an action plan  Presentation of departmental results and     action plan will be discussed with employees  at a forthcoming meeting (to be arranged).

6 DELIVERING FOR SCILLY - ISSUE 1 SUMMER 2019

Safety

AND

ABOVE BEYOND We thought we would share this heartening email we received and say a huge thank you and well done to Matt for his outstanding response.

I wanted to write to inform you

The Company should be aware

others on scene helping keep a

that Matt Honeychurch responded

that Matt’s contribution in this

casualty alive.

to a cardiac arrest here on our

emergency was excellent and

pontoon last Thursday.

they should be proud that their Quay Manager’s actions and

His quick response in getting the AED (defibrillator) to the scene and commencing CPR on the

response helped save a life.

I have spoken briefly to Matt to express my thanks and to say well done. From what I have been told from the authorities, the casualty

The training that we all go

has been discharged from

through is generally never called

hospital, alive and well!

casualty was superb and one of

upon in real life but on this

the reasons that the gentleman is

occasion it paid off with Matt’s

alive today.

calmness and teamwork with

Best regards, Dale, St. Mary’s Harbour VISIT ISLESOFSCILLY-TRAVEL.CO.UK 7

TRAVEL CL Who can join?

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We offer membership to full-time, permanent residents of the Isles of Scilly. You will need to have been a resident of Scilly for at least 12 months, and have your main residence on one of the islands.

•

15% off Scilloni

•

Scilloni

•

£62.50 flights t

How do I book online?

1. From the main navigation menu, hover

2. Enter the email address you

over ‘login’ and select ‘Islander Login’ or go

your Travel Club Membership w

to www.islesofscilly-travel.co.uk/booking/ customer-login/

5. Complete the booking process as normal

6. Don’t forget your membersh

and pay for your tickets. Your booking

you travel, you’ll need to show

confirmation will be sent to your email.

check-in.

Training can be given on how to use this section a working on improving functionality to make 8 DELIVERING FOR SCILLY - ISSUE 1 SUMMER 2019

LUB

DID Y OU KN OW? Stand by rate s can now b e book ed online .

What are the benefits?

f Skybus fares (Mar-Oct) and 30% off when ian III isn’t sailing (Nov-Mar)

ian III adult fare - £19.95

0 Skybus standby rate for same or next day to Land’s End Airport when booked after 1pm

u registered

with.

hip card when

w your ID at

How do I apply?

Travel Club is free to join simply download the application form on our website, fill it out, and drop it into our St. Mary’s office — we’ll take care of the rest. www.islesofscilly-travel.co.uk/islander-news-andbooking/travel-club-information/

3. Enter your password. If this is the first time

4. In the navigation menu click ‘Book’.

that you’re logging in, your password will be ‘password’ followed by your membership number e.g. ‘password72333’

7. To modify a booking you’ll need to log in

8. Make the changes you need to the

and select the booking you wish to amend

booking and then click ‘Resend’ for your new

(you will be able to make changes within 48

ticket. If you are unable to make the change

hours of your outbound journey).

you need please call 01720 424220.

and during the winter months we will be e it even easier to book and amend.

You won’t be able to use your Travel Club Membership in conjunction with any other reduced fares or special offers. All bookings are subject to availability and all our other standard terms and conditions of carriage apply.

VISIT ISLESOFSCILLY-TRAVEL.CO.UK 9

Scheduled Maintenance Gry Maritha and Lyonesse Lady SUNDAY 6TH - THURSDAY 17TH OCTOBER 2019 The Gry Maritha and the Lyonesse Lady will be coming out of service on Sunday 6th October for their routine maintenance program. We wanted to give you as much notice as possible, so that you can prepare for the 10 days that both vessels will be out of scheduled service.

We do not anticipate any major problems as both vessels have recently undergone a substantial amount of work at the start of this season.

During this time the Scillonian III will be carrying all freight to and from the Islands and the Swift Lady will be providing the service to the Off-Islands. Please keep this in mind when placing orders during this period and we will have some restrictions on freight.

The Swift Lady will only carry small items and minimum quantities during this time. Please note that bulk orders and large items cannot be carried. No single item can be in excess of 25kg If you have any emergency requests for freight during this time or have any questions, please contact St Mary’s Quay on 01720 424230 We are planning for both vessels to return to scheduled service around the 16th /17th October We appreciate your patience during this time and should you have any questions, please contact us at Penzance Quay on 01736 334236 or St Mary’s Quay on 01720 424230.

10 DELIVERING FOR SCILLY - ISSUE 1 SUMMER 2019

Collaboration

Islands’ Partnership Sharon joins the IP board of directors We have reinforced our ongoing support for Scilly’s destination management organisation by agreeing to a new package of funding.

Over the next three years we will be sharing resources to help support the sustainable growth of visitor numbers.

As part of the new strategic partnership agreement, Sharon Sandercock our Marketing and Communications Manager, will be joining the Islands’ Partnership’s (IP) board of directors.

Sharon has over 10 years’ experience in marketing for the tourism industry in both b2b and b2c markets, having worked in both UK and international markets. She has a BA (Hons) degree in PR and media and is registered as a practicing Chartered Marketer.

Sharon Said: “I’m delighted to be joining the IP board. I’m looking forward to using my skill sets and experience in the marketing and tourism industries to help advise on the IP’s marketing initiatives and to support the strategic and operational direction of the IP” What does the Islands’ Partnership do?

The IP was established in 2012 and their primary role is to market the islands through their brand Visit Isles of Scilly. They are the leading body for tourism and tourist related businesses on Scilly. The IP are funded entirely by membership subscriptions and corporate sponsorship.

VISIT ISLESOFSCILLY-TRAVEL.CO.UK 11

MEET

BOA The Isles of Scilly Steamship Group board of directors is made up of 2 executive and 6 non-executive directors. The executive directors are acting in the interest of the company stakeholders and the non-executive directors are involved in policymaking

Executive

and planning exercises. Our 6 no independent and are put in place performance of our company as holding managerial positions wit

Non-Executive

STUART REID

JUDITH PIPER

IAN HOWARD

PETER HARDAKER

CEO & Company Secretary

Chief Financal Officer

Chairman

Vice Chairman

Board member since June 2015

Board member since May 2019

Board member since February 2019

Board member since 2003

Bio

Bio

Bio

Bio

Originally from Mullion, Stuart graduated from Cardiff University and in 2007 qualified as a Chartered Accountant.

Judith joined the Group as CFO in October 2018.

Before joining she worked for W. Stevenson & Sons.

Ian qualified as a solicitor in 1980 and spent most of his working life with Siemens undertaking a range of diverse roles.

Peter spent his working life in Cornwall, as machinery manager and CEO of a requisite cooperative for the agricultural supply sector.

Stuart previously worked as Financial Controller at Smart Solutions Recruitment, one of Wales fastest growing companies.

He joined the Group as CFO in July 2013 and has recently been announced as CEO.

Judith graduated from Plymouth University & qualified as an ACCA accountant in 2001.

In 2006 she was awarded Fellowship status.

Judith lives in St. Levan with her family enjoying the local beaches.

12 DELIVERING FOR SCILLY - ISSUE 1 SUMMER 2019

In parallel Ian has served on the board of the British Triathlon Federation, the International Triathlon Union and the British Olympic Association.

He worked as a founding Director of the Eden Project & has been actively involved and committed to the development of the rural economy and wellbeing of Cornwall and the Isles of Scilly.

T THE

ARD

on-executive directors are e to challenge the direction and well as its existing team. By not thin the Group, they understand

e

the interests of the company with greater objectivity than the executive directors. Over the last 12-18 months there have been a few changes to the board so we’d like to introduce you to each member...

STEPHEN HICKS

GARY RANDALL

SAM HICKS

KEVIN GEORGE

Non-Executive Director

Non-Executive Director

Non-Executive Director

Non-Executive Director

Board member since September 2018

Board member since August 2018

Board member since July 2017

Board member since September 2019

Bio

Bio

Bio

Bio

Steve was brought up on the islands. He joined the Merchant Navy before returning to Scilly in 1989, where he has been a boatman ever since.

Gary is from St. Mellion and has been practising as a Chartered Accountant for the last 25 years.

Sam is from a longstanding St. Agnes family.

He’s worked in various commercial management roles on the mainland before returning to grow the family business.

Kevin’s early career was with British Airways as an avionics engineer.

In 2007 he joined Monach Airlines and took up the position of CEO in 2011.

His family has a long & enduring relationship with the islands and the Steamship Group.

Steve joined the lifeboat service in 1993 and remains very involved.

In 2013, he merged his business with Prydis to broaden the services provided and become Managing Director of Prydis Accounts Ltd. Gary is a keen golfer and spends many Saturday afternoons at Liskeard Football Club.

Fully engaged in the local community, Sam is Watch Manager of the island fire service, a coastguard officer, captain of the cricket team and a member of the Shah gig crew.

After 30 years in aviation he moved to the marine industry and joined the Red Funnel Group as CEO in 2014.

In addition, Kevin is Chair of Discover Ferries and is a Council member of Maritime UK.

VISIT ISLESOFSCILLY-TRAVEL.CO.UK 13

People Focus

with Rob Miles-Thomas We caught up with Rob to talk about his apprenticeship at the Steamship Group and experiences so far...

14 THE DELIVERING JOURNEY FOR - ISSUE SCILLY 15 -SUMMER ISSUE 1 SUMMER 2019 2019

Tell us a little about yourself...

What are you enjoying the most?

I’m 20 years old, born and bred in Porthcurno. I’ve lived here all my life and I love it down here.

I’m a very keen car enthusiast and you’ll often find me giving the car a polish! I also attend the gym every day after work; it’s definitely something you need after sitting down all day! During the weekends, I enjoy spending time with my partner Jade and friends and family.

I really enjoy working in the finance department; I am surrounded by so many knowledgeable people that are able to show me many things to help me with my learning.

What apprenticeship are you completing?

I’m currently completing an apprenticeship in accounting and finance. I have just completed the AAT Level 3 course and I’m due to start AAT Level 4 in September.

I head straight over to Penwith College after work on a Tuesday to take part in the course from 5:15pm to 9:15pm.

Why did you choose to do an apprenticeship?

I finished College in 2017 and originally wanted to go to University. I was accepted to attend Bristol & Cardiff University, but after going to open days and having a lot of time to think, I decided that the ‘university life’ was not for me. I then looked at apprenticeships and found that the idea of learning whilst working in the finance industry would really suit me.

What has been your biggest challenge so far?

I think the biggest challenge for me so far was to attend the ‘Young Apprentice Ambassador’ workshop. I had to give a presentation in front of a large group of people; this put me out of my comfort zone as I had never done anything like it before.

What has been your greatest achievement during your apprenticeship so far?

My greatest achievement has to be going back to my old school as part of a careers workshop; I was able to explain to the students and teachers what I had achieved since I left the school in 2015. I was also able to give the younger students an insight into apprenticeships, something they should be thinking about when they leave school.

What are you looking forward to?

I’m really looking forward to seeing where my apprenticeship takes me, I feel I work very hard and would like to achieve a lot in life!

What tips would you give to someone considering an apprenticeship?

I’d say that apprenticeships are definitely being looked at as an alternative to university. They allow you to gain valuable job experience as well as gaining a professional qualification. I’d also say that apprenticeships are available in almost everything, if you can’t find a business locally that offers apprenticeships, go into the business and ask them if they would consider it!

Apprenticeships strongly benefit the employer as well as the employee.

When you have 30 minutes of free time, what do you do?

Because I spend most of my time inside, with 30 minutes of free time I’d like to spend it outside, sat in the sunshine we rarely get!

And finally, where would you head to on Scilly for a day trip?

If the trip was work related, it would definitely be Island Carriers as there is never a dull moment!

However, if the trip was non-work related I think it would be a trip over to St. Martin’s, I loved being sat outside the Seven Stones looking out at the wonderful view.

DID YOU KNOW? We pay into a UK Government apprenticeship fund and this can be used to fund apprenticeships and other training opportunities.

VISIT ISLESOFSCILLY-TRAVEL.CO.UK 15

Community

COMMUNITY FUND

ROUND SEVEN We caught up with some of the latest projects to benefit from our Community Fund...

Cornwall Samaritans The Samaritans emergency room in Truro is a lifeline service for the people of Cornwall. They have 120 amazing volunteers providing emotional support to anyone who is struggling to cope. In March the Truro team answered 2,687 phone calls, replied to 311 emails and 221 texts and talked to 21 people face-to-face.

We will be funding this vital emergency room service for an entire year by donating the full £3,380 needed to keep it running.

Sue Wright, Director of Cornwall Samaritans, said: “There are no words to properly express how much this means to us. We are entirely run by volunteers, so this is one less thing for us to worry about.”

£3,380 grant

Unwanted Toiletries On Scilly a small group of people are helping vulnerable women in homeless shelters and women’s refuges across Cornwall by collecting and donating unwanted toiletries.

We’re helping by providing free transport for the collected toiletries from St. Mary’s to Penzance.

Sue Major, the woman behind the project ,said: “It’s just fantastic that the Steamship Group has offered to help in getting the toiletries to the mainland, and I’m very grateful to the Community Fund.”

FREE

TRANSPORT

16 DELIVERING FOR SCILLY - ISSUE 1 SUMMER 2019

If you have any unwanted toiletries you would like to donate you can drop them off at their new collection points in our Hugh Town and Penzance offices.

fares 42% off air

saved on

In summary

travel

IN SUMMARY

nd Comm fu

Our comunity donations for the financial year 2018–2019

B LU C HIP S ELER AV B TR EM M

saved on travel

Charity tickets

1900 members

64% off seafares

Community

64% off seafares £485,000

42% off airfares

Islands partnership

MEDICAL FLIGHTS

Islands partnership

MEDICAL FLIGHTS

64% off seafares

School trips

2018–2019

p School tri

Total contribution £1,041,500 Comm fund

B LU C HIP S ELER AV B TR EM M

Islands partnership

MEDICAL FLIGHTS

64% off seafares

£31,500

42% off airfares

saved on travel

FLIGHTS MEDICAL

for the last

Gig championships

Charity tickets

Complimentary tickets

1900 members

Charity tic

saved on travel

Comm fund

Community Fund

Charity tickets

1900 members

Gig championships

kets

Freight discounts II freight and subsidies

Charity tickets

1900 members

£66,000 Islands partnership

Gig cham

MEDICAL FLIGHTS

64% off seafares

World Pilot Gig Championships

II freight

s

pionship

42% off airfares

£78,000 Gig championships

Islands’ Partnership

School trip

Comm fund

rtnership

Islands partnership

saved on travel

Islands pa

B LU C IP SH ELER AV B TR EM M

£220,000 MEDICAL FLIGHTS

II freight

£30,000

B LU C HIP S ELER AV B TR EM M

financial year 64% off seafares

saved on travel

School trip

embers

donations

UB CL IP SH ELER AV TR MB ME

£43,500

Travel Club and business concessions

42% off airfares

II freight

II freight

1900 m

42% off airfares

Medical flights

afares 64% off se

£81,000

T M RA EM V BEEL RSCL HIPUB

B LU C HIP S ELER AV B TR EM M

Comm fund

Comm fund Gig championships

Charity tickets

1900 members

B LU C HIP S ELER AV B TR EM M

saved on travel

1900 members

Charity tickets

100% Attendance School trip

School trip

Comm fund

II freight

School trip

School trip

Working together with Cape Cornwall School we gave one lucky pupil the chance to win two fly/sail tickets for coming first in a poster competition to promote Land’s End Airport.

To enter the competition, the Gig championships pupils need to achieve 100% attendance and it was Year 8 student Grace Broughton-Pickard who was the lucky winner. Her poster impressed the judges for its original and colourful design.

Grace collected her prize when she and the other 24 pupils who had achieved 100% attendance came to visit Land’s End airport at the end of March. They were given a behind-the-scenes tour of the airport to learn how it operates and watched some of the day’s take offs and landings.

We have displayed Grace’s winning poster at the airport along with the other entries.

VISIT ISLESOFSCILLY-TRAVEL.CO.UK 17

Excellence

Customer

We are so pleased when our customers so we thought we’ d share some of the

My family and I were on the Scillonian last Friday, sailing from St Mary’s to Penzance. Obviously the crossing was rough because of the weather, but we would like to thank the crew for getting us back to Penzance safely in such challenging conditions. Even though the boat was pitching and rolling we felt safe. Whilst we were on the Scilly’s you kept us constantly informed so we new exactly where we were. Over the years we have sailed on the Scillonian quite a few times, we have always been looked after and things have always ran smoothly.

I just wanted to contact you to let you know how helpful your staff have been this morning in arranging assitance for my husband at Newquay and St. Mary’s. Our initial booking was a bit of a problem but your staff were exceptionally helpful!

Thank you for your fantastic team who worked so hard to get everyone on flights over to St. Mary’s yesterday. The guys in the Operations Centre and all the team at Land’s End Airport were so helpful, and remained professional and friendly at all times, despite what must have been a very demanding day for you all.

Thank you.

To everyone at the I.O.S. Steamship Co. An enormous ‘Thank you’ for getting me back to Scilly for the first time in 16 years.

My support worker was pretty thrilled too!

Huge thank you to the team on the Scillonian yesterday. It can’t have been an easy day’s work. We were so looked after.

The mooring at Penzance last night was very impressive in the conditions.

18 DELIVERING FOR SCILLY - ISSUE 1 SUMMER 2019

I just wanted to thank you so mu booking this morning. Really app who make the world go round!

We finally arrived home last nigh able to get a flight to Boston. Th We really thank you for all your e back to Philadelphia because Ae Boston for 2 days ahead. All this fog in on our departure date, bu you. Our hero. Thanks again for y

I’m sure people are very quick to thank you for getting me, husban and the dog over to Scilly on Sat difficulties. Some of us appreciat

Please pass on my thanks to the St Mary’s office. She was very fri extra mile in dealing with my com I’m very grateful.

Right from the outset your Custo has gone the extra mile with our backwards to help my sister Kare enough for all he’s done to help and-coming milestone birthdays great asset to the Company!

Feedback

s give us feedback - it means a lot to us, most recent comments we’ve received.

uch for all your help with my preciated it. It’s people like you

ht via Philadelphia. We were not hat was a very tough trip home. efforts on our part. We came et Lingus were fully booked into s trouble because Scilly had to ut then we wouldn’t have met your help.

o criticise, but a big, heartfelt nd, 2 poorly granddaughters turday despite weather te you!

e lady who was working in the iendly and helpful and went the mplicated booking problems.

omer Services Manager, Chris, r booking and even bent over en and I. We cannot thank him us celebrate our respective ups in style! I’m sure that Chris is a

Thank you ever so much for your email with an overview of the events associated with our recent travel plans. My wife and I are extremely impressed with everyone that we have been in communication with Isles of Scilly Travel – exceptional in every aspect – from your staff at the airport’s handling to you - thank you again!

You have handled this extraordinarily-catastrophic weather event in a most professional manner and it is indicative of your customer care – even though, technically speaking you could have said “sorry”. Your company handled it the way most experienced, travel-related businesses do – as they routinely do in the Caribbean where unfortunate storms occur there as well and both the affected hotels and airlines approach these situations in a very similar customer-friendly manner.

With being 4,000 miles from home and sitting in the waiting areas of the Newquay Airport from 10:00 to 18:45, which is as you know in a quite rural location, no suitable option being without a vehicle, without knowledge of the area about what one may even attempt to do and faced with not being able to make the outgoing trip for another 2 days – perhaps 3, no information regarding a nearby hotel, we were left no choice, but to completely scrub our holiday in the Scilly Islands and return to the U.S. Only your company responded in an individual case basis and provided the ultimate in customer care.

We hope to repay your kindness in the future by booking with you again. With this behind us, we extend to you our best wishes going forward – see you next year!! We will also post this on Trip Advisor.

Just want to say a big thank you to the lovely pilot on my flight yesterday. Being a very nervous flyer he reassured me, making sure that I was ok throughout the flight. The whole expereince with Isles of Scilly travel was 1st Class.

VISIT ISLESOFSCILLY-TRAVEL.CO.UK 19

Excellence

PENZANCE DRY DOCK RETAINS ITS GLOBAL STANDARDS CERTIFICATION Penzance Dry Dock underwent an auditing process at the beginning

GLOSSARY

of August and successfully achieved recertification status

PAS 99

Publicly Available Specification for integrating common management systems. It has been developed to enable companies to align their processes and procedures into one holistic structure in order to operate more effectively.

ISO 9001

The international standard that specifies requirements for a quality management system (QMS). Companies use the standard to demonstrate the ability to consistently provide products and services that meet customer and regulatory requirements.

ISO 14001

The international standard that specifies requirements for an effective environmental management system (EMS). This helps to control environmental aspects, reduce impacts and ensure legal compliance.

for PAS 99 incorporating ISO 9001:2015 & ISO 14001:2015 The auditor Mike Barlow commented that he has seen a significant improvement since his last visit which is very encouraging – since gaining our initial certification in 2013, this is the best audit result Penzance Dry Dock has achieved.